Guest cancelled

[Juliette9]

Hi All,

I just want to know where I stand. My guests arrived no problem  (nice people). After showing them around I left them to it. A few minutes later they said they are leaving it was not what they thought it was going to be. They thought they were booking the whole house. I can understand to a certain extent as the profile comes under house/flat the only other option was room. My place is neither it is a suite (two rooms and a wet room)However if you read the description it clearly states bed and breakfast. All pictures are of the suite and entrance (pictures done by Airbnb photographer) There is nothing there that says kitchen, lounge etc. I have wonderfull reveiws and no one else has had this trouble. The guests want a full refund off Airbnb and compensation. I want to be paid as someone wanted to stay and I said it was not available. So I am out of pocket.

HELP!

[Donna15]

Hi @Juliette9. It's a pity guests didn't read the description properly. On the other hand, given that they want a full refund plus 'compensation' (what do they mean by that?), they might be trying to scam you. 

Whatever you do, make sure the guests themselves cancel the reservation, otherwise you will be penalised. They need to take up the matter with AirBnB. After all, they're the ones who made the mistake in booking. Once they've cancelled, at least those days will be freed up (though I suppose no one will book at this late date).

For the future, I'd suggest you change your cancellation policy from flexible to moderate or strict. You should also require a Security Deposit. In addition to that, create a clear and firm set of House Rules.

You might also want to emphasise in your description that the guest accommodation is not the whole whole house but simply a suite of two rooms and a bathroom, with breakfast provided.

[Juliette9]

Hi Donna,

Thanks for your reply.

Once this is resolved I will change the cancellation policy. They cancelled and wanted me to do so aswell. However I thought hold on I why should I cancel? That might put the blame on me. It is not my fault they did not read the description. They should have stayed,they would have loved it.

Thanks for the advice.

Juliette